# How to view conversations and take over from the AI agent

**Live Chat** shows every WhatsApp conversation your agents are having; select **Take Over** on any chat to pause the AI and reply yourself.

## Steps

1. Go to **Live Chat** and use the search bar or the All/Open/Paused/Closed tabs to find a conversation.
2. Open a chat to read the full conversation history.
3. Select **Take Over** to pause the AI and type your own replies; select **Resume AI** when you're done, or **Close** to end the conversation.
4. Attach photos, videos, or documents directly from the chat panel.
5. Use **Send Template** to pick an approved message template and fill in its variables when you need to message outside the 24-hour window.
6. Turn on browser notifications to be alerted about new messages while you have the page open.

## Common problems

- Can't send a free-form message to a customer → Meta only allows free-form replies within 24 hours of the customer's last message; outside that window, use **Send Template** with an approved template.
- Older messages are missing right after connecting → a banner shows while Meta imports your chat history; wait for it to finish.
- Sent a message but the AI replied right after → make sure you selected **Take Over** first; without it, the AI keeps responding automatically.
- Conversation stuck as "Paused" → select **Resume AI** to hand it back to the agent, or **Close** if the conversation is finished.

## Related
- [What is the WhatsApp AI Agent?](https://help.dropify.shop/en/whatsapp_ai_agent/what-is-the-whatsapp-ai-agent/)
- [How to create WhatsApp message templates and get them approved](https://help.dropify.shop/en/whatsapp_ai_agent/message-templates-and-meta-approval/)
- [WhatsApp AI Agent troubleshooting](https://help.dropify.shop/en/whatsapp_ai_agent/whatsapp-agent-troubleshooting/)